Senior User Experience (UX) Researcher

The primary focus of this role is improving customer satisfaction, strengthening the overall user experience, and driving measurable improvements in Net Promoter Score (NPS). This individual will take ownership of understanding the customer journey, identifying friction points, analyzing customer feedback, and translating insights into actionable improvements that increase satisfaction, engagement, and product adoption. The role will lead Voice of the Customer (VoC) initiatives, including NPS measurement, customer surveys, app store reviews, and user feedback analysis, while partnering closely with Product Management to influence product enhancements and the overall customer experience. In this role, you will serve as an advocate for our users, leading UX Research, Voice of the Customer (VoC), and User Education efforts across the product lifecycle from early discovery and concept validation through usability testing, launch, and continuous customer feedback. You will bring together insights from UX research, surveys, app reviews, NPS, product analytics, and other customer signals to build a holistic understanding of the customer experience and translate those insights into clear, actionable recommendations. You will operate with a high degree of autonomy, proactively identifying research and customer experience opportunities and partnering closely with Product, Design, Engineering, Marketing, leadership, and carrier/customer partners to ensure user needs are embedded in how products and experiences are defined, prioritized, and improved, while balancing end-user needs, customer requirements, and business priorities in a B2B2C environment.